Customer Success Specialist [Egypt]

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Job Title:

Customer Success Specialist

Job Description

Duties and Responsibilities

• Manage high volume of customer contacts and communications through phone and email each day
• Use contact search and productivity tools to verify contact information is accurate
• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment
• Develop an effective level of product knowledge to speak intelligently to customers and successfully address specific objections
• Clearly document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
• Successfully capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, “Voice of the Customer”

• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage • Ensure high level of professionalism during all interactions with customers and prospects

• Collaborate with cross functional teams and management to drive a superior customer experience
• Other duties, as assigned and necessary

Required Qualifications

• Demonstrated ability to effectively communicate with customers in a fast-paced environment
• Prior experience with high volume calling

• Demonstrated aptitude to learn new technology is required • Excellent knowledge of Microsoft Office programs

• Demonstrated ability to follow instructions, follow call scripts, and adhere to defined processes
• Excellent communication skills (verbal, written)
• Demonstrated ability to multi-task, prioritize, and manage time effectively

Preferred Qualifications

• Bachelor’s degree/diploma preferred
• 2-3 years of experience working in a customer service preferred
• Experience working with Salesforce.com or similar CRM preferred

Location:

EGY Cairo Egypt-Smart Village Building B2110

Language Requirements:

English

Time Type:

Full time

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